It harnesses analytics across all support interactions to continuously improve the customer experience.

Nexus Self-Support helps product and support teams guide users through the installation, configuration, use, troubleshooting and upgrading of technology products. Nexus Self-Support also works in tandem with the Nexus cloud application for agents (now called “Nexus Agent Support”) to provide self-service customers with the ability to seamlessly escalate to a live professional support team when needed.

Demonstrating the need for this product strategy and development, a recent Support.com proprietary survey of more than 1,000 U.S. consumers found that 49.6% of “Connected Consumers” (defined as frequent to heavy users of technology in everyday life) indicated they prefer a self-service approach when addressing product issues post-purchase. That figure rises to 60.2% among consumers aged 18-29. Additionally, 32% of Connected Consumers stated they want the flexibility of both self-service support and access to a live customer representative when necessary.*

Nexus Self-Support offers exactly this flexibility. The customer is guided through a self-service experience and, when professional support is desired, the customer also has instant access to a representative. To save customer effort and increase the efficiency of that interaction, the representative receives a full data record of the steps already taken during the customer’s self-service attempts.

Nexus Self-Support is being demonstrated at booth #422 at the ICMI Contact Center Demo & Conference in Las Vegas, Nevada, USA, through Wednesday, October 21.

About Support.com
Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud-based software (Nexus®) and services to deliver next-generation technical support. Support.com helps leading brands in software, electronics, communications, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships. Customers want technology that works the way it’s intended. By using Support.com software and services, companies can deliver a fantastic customer experience, leading to happier customers, a stronger brand and growing revenues.

*”The Connected Consumer” survey was conducted in September 2015 by Support.com with more than 1,000 consumers. The full report is expected to be available in late October. A printed infographic with highlights is available at the Support.com booth #422 at ICMI Contact Center Demo & Conference, at the Rio Hotel in Las Vegas, Nevada, or can be downloaded at https://www.support.com/self-support.